[2022年05月23日] 問題集お試しセットADM-261テストエンジントレーニング問題集には349問あります
Salesforce ADM-261問題集で100%カバー率リアル試験問題
質問 183
Universal Containers needs to ensure itis staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.
* Average handle time (AHT)
* Adherence to service level agreements (SLAs)
Which data source would Universal Containersneed in order to gather this information? Choose 3 answers
- A. Entitlements
- B. Interactive Voice Response (IVR)
- C. Automatic Call Distributor (ACD)
- D. Chat log history
- E. Workflow Management (WFM)
正解: C,E
質問 184
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?
- A. Create case page layouts for each interactionchannel and assign them to different agent profiles.
- B. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
- C. Createmultiple agent console applications and configure the Iayout based on the user's requirements.
- D. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
正解: B
質問 185
What are two benefits of deploying Knowledge in Customer Communities?
- A. Uncovers gap in the knowledge base
- B. Replaces the need for an email channel
- C. Eliminates tracking of customer entitlements
- D. Reducesincoming call volume
正解: B,D
質問 186
What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)
- A. Eliminates tracking of customer entitlements
- B. Uncovers gaps in the knowledge base
- C. Replaces the need for an email channel
- D. Reduces incoming call volume
正解: B,D
質問 187
Universal containers uses social media to monitor new trends and issuesthat require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?
- A. Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
- B. Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
- C. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
- D. Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
正解: C
質問 188
Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)
- A. Upsell percentage
- B. Average handle time
- C. Customer retention
- D. First call resolution
正解: B,D
質問 189
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers
- A. Number of Knowledge articles created each month.
- B. Number of cases created using Communities by month.
- C. Number of cases closed by self-service users.
- D. Average call handle time by team.
正解: B,C
質問 190
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
- A. Salesforce for Twitter
- B. SalesforceKnowledge
- C. Live Agent
- D. Open CTI
正解: B
質問 191
A customer isplanning a Service Cloud implementation. The customer's current database has the following number of records:
* 10 million cases
* 1 million accounts
* 3 million contacts
When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)
- A. The Salesforce org may be slow during the data import
- B. Result may be slow when searching for records
- C. Related lists on the case object may be slow to populate
- D. Salesforce reporting speed may be affected
正解: B,D
質問 192
Field engineers often need to access current inventory levels of products thecustomer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?
- A. Implement Field Service Lightning.
- B. Develop and publish aknowledge management system
- C. Integrate with an enterprise resource planning system.
- D. Configure Visual Flows on Salesforce mobile.
正解: C
質問 193
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page.
How can this be achieved?
- A. Custom report
- B. Customrelated list
- C. Custom Visual force page
- D. Customer view of case tab
正解: C
質問 194
Universal Containers will be launching a telesales contact center. What should be considered in the design?
Choose 2 answers.
- A. Integration with Lead Generation team and apps
- B. Strategies to maximize call deflection
- C. Performance for high volume of interactions
- D. Integration with Field service teams and apps
正解: A,C
質問 195
The contact center manager at Universal Containers is concernedthat the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?
- A. Private branch exchange
- B. Workforce management
- C. Skills -based routing
- D. Interactive voice response
正解: C
質問 196
How should a consultant provide suggested article functionality to lightning service console users?
- A. Add the knowledge component to the service console.
- B. Add the knowledge tab to the console app.
- C. Create email templates with knowledge articles attached.
- D. Add the suggested article widget to the case page layout.
正解: A
質問 197
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?
- A. Social Media Marketing message tagging.
- B. Social Customer Service for Twitter and Facebook.
- C. Social Persona tor Twitter and Facebook.
- D. Einstein Bot social queues.
正解: C
質問 198
Which of the following utilize the "Automated Case User" (Choose 3 answers):
- A. When a case is automatically assigned using assignment rules this user is listed in the case history
- B. When a case is created via Web-To-Case this user is listed in the case history
- C. When an email notification is triggered via workflow this user is listed in the case history
- D. When a case is escalated this user is listed in the case history
- E. When a case is created via Email-To-Case this user isassigned as the case owner
正解: A,B,D
質問 199
Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP ofService is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?
- A. Set up IVR with an automated response for customers affected by the recall to defect calls.
- B. Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.
- C. Set up a private Knowledge Base toprovide FAQs to customers affected by the recall to defect call.
- D. Set up a customer survey for customers calling in to identify the severity and impact of the recall.
正解: A
質問 200
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